Facebook channel configuration

To provide a better user experience for a conversational Facebook chatbot, you can configure its behavior to fit the needs of your organization. You can configure the predefined system responses, a list of text analyzer definitions, and the interaction time-out for a Facebook chatbot that is used as a Pega Intelligent Virtual Assistant.

Note: You must purchase a separate license before using Pega Intelligent Virtual Assistant in your application. You must also obtain and install the Facebook channel component from Pega Exchange.

System responses

You can customize system responses for standard events that happen during an interaction between a user and the chatbot application. You can define additional custom responses when configuring the content for the chatbot.

  • Welcome - Displays a welcome message to the user of the chatbot on their first interaction with the channel.
  • No match - Displays a warning that no matching command was found based on the user input.
  • Multiple matches - Displays a stating that multiple commands matched the user input.
  • Internal error - Displays a message that a system error occurred for the chatbot.
  • Authentication - Displays a message prompting a user to authenticate.
  • Authentication-Success - Displays a success message immediately after a user has successfully authenticated.
  • Authentication-Fail - Displays a failure message immediately after a user has failed to authenticate.

Text analyzer

A Facebook chatbot analyzes user input to determine a response based on an exact match or by using defined categories. Defining categories help to obtain a better response to user input using natural language processing (NLP).

Interaction timeout

You can enable interaction time-out and define the number of minutes of inactivity after which the Facebook chatbot times out of the user session.


You can configure the chatbot to initiate the interaction by displaying the Get Started button and an initial greeting message to the user of the Facebook chatbot.